CX & Service Design Lead

Ministry Of Social And Family Development

Singapore

On-site

SGD 60,000 - 90,000

Full time

5 days ago

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Job summary

Ministry Of Social And Family Development (MSF) is seeking to strengthen its Family Life Group’s customer experience efforts. The role focuses on improving how families access government services and support, including the SG Child Support Package and MediSave grants.

You will collaborate with policy, operations, product and service teams to translate insights into practical service improvements. Based in Bishan, you will craft clear communications, develop online content, and ensure families

Qualifications

Strong communication and writing skills, able to translate complex information into clear content.
Strong analytical and problem-solving abilities, able to analyse feedback and data for improvements.
Interest in customer experience, service design, digital communications or product development.
Ability to work collaboratively across multidisciplinary teams and stakeholders.
Self-motivated, proactive and committed to continuous improvement.

Responsibilities

Drive continuous improvement of the end-to-end customer journey from enrolment to benefit utilisation and account management.
Strengthen self-service journeys by improving information and service design for easier transactions.
Develop and maintain customer-facing content across digital platforms, including websites and LifeSG.
Craft clear communications such as FAQs, emails, SMSes, notifications and guidance materials.
Analyse customer feedback and service data, conduct user research and testing to improve service delivery.